Product Support Consultant

Introduction:

Who are we?

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services to communities in Australia, New Zealand, the Pacific Islands and the USA. Supported by the passion and dedication of our outstanding and experienced team, our focus is on delivering our comprehensive solutions in way that prioritises our community-first ethos.

Description:

About The Role

Our Product Support team provide Level 2 advice and solutions to our software technology clients across New Zealand and Australia. Each day you will:

• Manage individual allocated cases within KPIs, including regular updates to the customer.
• Seek resolutions from other teams within Orikan, including Technical Services and Development, whilst retaining ownership of the case management.
• Provide telephone and email-based technical support (Level 1 and 2) for software and hardware products (mobile bluetooth printers) and engaging assistance from 3rd parties where required.
• Logging all support requests, calls and emails accurately in the designated service desk system and ensuring cases are updated accurately and promptly to reflect current status.
• Working with clients to document and update system requirements.
• Writing and executing SQL queries in MS SQL databases to extract data and for reporting purposes.
• Escalating cases to the Development team for technically complex cases or requests, whilst maintaining communication with the customer as to the status.
• Ensuring maximum availability of production applications by conducting system health checks, providing timely and effective support and necessary remedial action.
• On a rotation basis be available to provide 24x7 “on-call” support for specified clients
  
  
  

About You

Critical to the success of this role is a demonstrated consultative, customer-centric approach, a clear ability to build strong relationships with Orikan customers and business stakeholders at all levels and explain complex technology terms in a way which suits the intended audience. You'll also bring to the role:

• A commitment to providing high levels of customer service demonstrated through a 'customer first' mindset
• Ability to train other staff to an adequate level of competency
• Experience using remote tools and diagnostic utilities to aid in troubleshooting.
• Ability to write and understand basic SQL queries.
• Demonstrated ability to to plan, prioritise and organise workload, consistently working within service standards and agreed objectives.
• Flexibility to deal with shifting priorities, high pressure demands and tight timelines.
• Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English.
• Ability to respond thoughtfully and appropriately in a variety of situations to a variety of audiences
• Excellent attention to detail and accuracy.
• Experience in being the key liaison between the support and software development teams
• A positive attitude, with drive for achievement and continuous improvement.